Hotel Eurostars Central

Jorge handled our check-in and made a great impression. When we mentioned it was our first time in Madrid, he got out a large map and pointed out places to visit and how to get around. I speak Spanish, but my husband only speaks English, so I especially appreciated that Jorge explained everything in English too, making sure my husband could follow. His service was outstanding. I'd stay at the same hotel again if I return to Madrid, because of Jorge.

The hotel is a decent three-star place with a modern design, including the rooms. I think it could use a painting or something to give it more character. The room card stopped working with the sensor toward the end of each day, so we had to replace it daily. Reception staff were nice and helpful when explaining the centre of Madrid. The hotel is about a ten-minute walk from Gran Via, which is a real plus. But if you came to Madrid to rest, this isn't the place. There's a nightclub across the road, and drunk men shouted loudly every night until 4am. The windows did nothing to block the noise. For a party trip, the location would be perfect. We paid over 1000 euros for four nights without being able to sleep, and the price doesn't match the quality. When we asked reception a basic question about the noise, they looked confused, as if nobody had ever complained before. To me, it's a three-star hotel charging four-star prices.

The central location is okay, but the surrounding area was a disaster. There was rubbish everywhere and a strong smell of urine, and human feces on the ground. Homeless people slept right outside the hotel and, unfortunately, also used the area as a toilet. It was shocking and unacceptable. Management seemed to do nothing to improve the situation. The back of the hotel, where the emergency exit is, looked like this, which made me seriously question the hygiene in the kitchen and the rest of the building. The whole thing felt disgusting and unsettling for guests.

The beds were comfortable, and the room had air conditioning and a decent shower. Breakfast had plenty of variety, but it all tasted pretty average. There was also too much noise coming into the room. For me, this is a solid three-star hotel, not a four-star one.